Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I chose this company to move my things from ****** to ********. They picked up my things in ******* on 11/9. I was told they would start the journey on 11/11 to bring my things to ********. I still have not received my things. Last week I was advised that they would look again this week and that my stuff was in some warehouse being held. At no time was this ever explained. On 12/11 it will be 30 days. I want my stuff and I want it now. I asked for escalation to a manager and was told to email and have heard absolutely nothing. I would also like some compensation for all the trouble and lying to me. I have been having to stay elsewhere since I still don't have my things. This is so disappointing.I am attaching 2 screenshots of the emails my daughter has sent. I really hope you can help me.

  

  Business Response

  Date: 12/12/2024

  Safeway Is pleased to announce that your items are currently en route for delivery. Once we get closer, the driver will reach out with a timeframe and date.

  We appreciate your patience during this time.

  Customer Answer

  Date: 12/12/2024

   I am rejecting this response because: no exact eta of arrival provided. This is unexceptable. It took 28 days for my stuff to even leave ******* and thats after contacting BBB. No phone calls apologizing or additional information provided.
  
  
  

  

  Business Response

  Date: 12/19/2024

  Hi ****,
  Safeway Moving sincerely understands your frustration, and we apologize for any inconvenience caused during your experience with us. As a gesture of goodwill, please accept a courtesy compensation of $150.
  We value your feedback and appreciate the opportunity to make things right. Please don't hesitate to reach out if you have any further concerns or questions.
  Best regards,
  ****** *****
  Safeway Moving

  Customer Answer

  Date: 12/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable even though I believe the offer for my inconvenience and inaccuracies should have been at least $500. I am still unpacking and therefore, do not know the condition of my belongings. From Nov.9 to Dec. 19 my items were out of my sight.

  Thank you.

  **** ******

• Initial Complaint

  Date:11/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with this company with a first delivery date of 11/24/24. I paid them approximately $5000 and they loaded up all of my belongings and left.On 11/22/24 I checked in with contact I had been speaking with there to get delivery details. I was not provided any additional information but the representative confirmed the truck would still be arriving on 11/24.On 11/23, still no details. On the morning of 11/24 it had still been crickets from anyone at the company. I called all of the phone numbers I could find and the representatives went to voicemail, and the rest disconnected. All day I waited and they never ********** far as I am concerned I was lied to and this company stole all of my belongings and took my 5 grand and ran. I want my money back, my things back, and for their website to be taken down and business license revoked so this doesnt happen to anyone else.

  

  Business Response

  Date: 11/25/2024

  Dear ****,
  I wanted to provide an update regarding your delivery. Safeway is actively working on finalizing the delivery details for your items.
  As a reminder, during your reservation, you were informed of the following:
  The estimated delivery window is 5-14 business days from your First Available Date (11/23/2024) for delivery.
  Per DOT regulations, movers have up to 30 days from the *** to complete the delivery before it is considered late.
  At this time, your items are not late. Once we have the finalized delivery details, we will promptly follow up with you.
  Thank you for your patience, and please don't hesitate to reach out if you have any further questions.

  Customer Answer

  Date: 11/25/2024

   I am rejecting this response because:
  
  The first day of delivery in my contract was 11/23. By definition, that must be the first date to deliver. If not, the wording in the contract is fraudulent and intentionally misleading to the customer.

  
  In my phone call on 11/12 with Safeway Moving Systems Inc. representative *** ********, stated that providing a 2 day window for delivery would result in a better rate. We verbally and explicitly agreed on the 2 day delivery window of 11/23 - 11/24. We explicitly discussed someone being there on 11/23 as the agreed upon date to receive and sign off on receipt of the shipment. If it is not Safeway Moving Systems Inc.s intended operating procedure for receipt to happen on the day of delivery as discussed, this conversation was fraudulent and intentionally misleading to me, the customer.

  
  In email messages exchanged on 11/21 with Safeway Moving Systems Inc. representative *** ********, I inquired about receiving details regarding my delivery scheduled for 11/23. I had received no further communication following pickup from anyone in dispatch which was the reason for follow up with *** ********. I asked if I would hear from a contact at Safeway on Friday, 11/22 or Saturday, 11/23 regarding the moving timeline when I would need to be present for property entry, confirmation of receipt of the shipment, and payment. They answered in the affirmative.

  
  I did not hear from a contact at Safeway Moving Systems Inc. on 11/22 or 11/23 as discussed.
  Safeway Moving Systems Inc. representative *** ******** ceased returning my calls and emails after the shipment did not arrive on the agreed upon date.
  I conclude that the dialogue from the Safeway Moving Systems Inc. representative aforementiond and included in the attached email thread are intentionally misleading and fraudulent if Safeway Moving Systems Inc. did not intend to deliver my shipment within the delivery range 11/23/24 - 11/24/24 to the provided address in ******, ***

  
  

  

  Business Response

  Date: 11/26/2024

  *****

  Please see the attached portion of the Bill of lading that was signed by "***** ****".

  Safeway is transparent with the information we provide to our clients. We do agree that you were provided with an average window however we also can confirm that on multiple occasions your or ***** were informed of the 30 business days that we have to deliver. Should the items be delivered passed the 30 days from your first available date of delivery, Safeway would be responsible in providing you with a $30/day per diem.

  As mentioned in our previous response, Your items are not considered late. 

  Please let me know if you would like for me to attach other supporting signed documents.

  Customer Answer

  Date: 12/02/2024

   I am rejecting this response because:
  
  With the totality of evidence provided, I conclude that Safeway Moving Systems Inc. conducted misrepresentation or fraud in its dealings with me.

• Initial Complaint

  Date:11/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Safeway to move items across the country for me as they stated they would not act as a broker. I had needs regarding scheduling a move in date in advance and was assured repeatedly they could handle this. They brokered me to another company, Just Pro Moving. I completed a review of the inventory with Jodie in Quality Assurance and our space estimate increased and so did the cost. Jodie told me the final price would be determined at pick up based on the actual cubic footage the items took up in the truck. I was never provided with this information despite asking the subcontracted movers for it whom I only realized were subcontracted at their arrival for pick up. I followed up with Safeway the day after my pick up (6/17/24) and was again assured I would get a scheduled move in date with "plenty of notice" as I required. I tried numerous times over the next two weeks with both companies to get a date for delivery and kept being told they would let me know as they had "no notes" and neither could tell me where my items were being warehoused in the meantime. On 6/26/24 I was told by the subcontractor that my items would arrive in 4 - 7 days and they would not schedule me a date as I had been clear about needing and told I would have. They called me 24 hours in advance which I could not accommodate based on building rules where I moved and was told they were going to store my items at my expense and charge me fees indefinitely if I did not accept. I ended up needing to buy my own storage last minute and pay another company to move my items again. On the delivery truck my items took up approximately 250 cubic feet less than I was charged for, demonstrating a drastic overestimate. I filed a complaint with them and they have since stopped responding to me, including trying to file for damaged items as the information they provided me for doing so with a 3rd party company was rejected as they stated they did not work with Safeway. See attached doc for more detail.

  

  Business Response

  Date: 11/07/2024

  *****

   

  We apologize for not responding to your BBB complaint. Per our records it shows you did receive internal assistance from management team at Safeway. Upon further review, We have confirmed that your items were delivered on 10/26/2024.

  Customer Answer

  Date: 11/07/2024

   I am rejecting this response because: The complaint is not related to item delivery but rather not following up regarding claims of damaged items and being grossly over estimated on cost. It appears the business has the wrong information as the date provided is also grossly incorrect as my items were delivered in July 2024.
  
  
  

  

  Business Response

  Date: 11/08/2024

  Dear ******,

  Thank you for your patience while we reviewed your complaint. After a thorough review of your case, we’d like to provide you with our findings.

  Delivery Timeline:
  The first available date for delivery of your items was indicated as 06/22, and we provided an estimated delivery window of 7-14 days from your requested date. This timeline is consistent with the nature of long-distance moves, especially those over 1500 miles. Your delivery was completed on 07/04, which falls well within the agreed-upon delivery window.

  Delivery Requirements:
  Regarding the delivery mishaps you mentioned, we want to clarify that Safeway was not informed of any special delivery requirements prior to shipment. The delivery was conducted within the timeframe outlined and agreed upon in your contract. We understand your move may not have met your expectations, but it was completed as per the terms of the agreement.

  Broker vs. Safeway:
  Additionally, we’d like to clarify the misunderstanding regarding the term "broker." Safeway is not a broker. We have a small network of trusted carriers that we sometimes work with when our own trucks are unavailable, but these carriers are contracted specifically to perform the move on Safeway’s behalf. All the documents you signed were Safeway paperwork, not JustPro. This is important because your claim was filed under JustPro, while the signed documents were with Safeway. As a result, your claim was not processed correctly.

  Conclusion:
  While we acknowledge that your move may not have gone entirely as you had hoped, we must inform you that no wrongdoing occurred on our end. The move was conducted according to the terms agreed upon, and your delivery was completed within the appropriate timeframe.

  Best Regards,

  Kelvin A

  Customer Answer

  Date: 11/08/2024

   I am rejecting this response because: I disagree that Safeway was not informed of special delivery needs. I repeatedly informed Safeway of such needs during nearly every contact prior to delivery. Although I will concede that this was not contractually made and the agreement was met. However, I attempted to file a claim for damaged items with CSIPROS per the Safeway paperwork and CSIPROS rejected the claim stating they did not work with Safeway as a carrier. I continue to have damage item claims I would like resolved asap. 
  
  
  

• Initial Complaint

  Date:10/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a formal complaint against Safeway Moving Services for their consistently poor service, lack of communication, and failure to meet agreed-upon delivery timelines.Over the course of my interaction with Safeway Moving, I have experienced the following issues:Repeated failure to answer or return calls.Multiple instances of promising delivery dates that were not met.Unresponsive and unhelpful customer support.Consistent misinformation about the status and updates of my move, including outright false statements regarding delivery timelines and logistics.The lack of organization and reliability from Safeway Moving has been extremely frustrating and has caused significant inconvenience. I would appreciate your assistance in addressing these issues.Thank you for your attention to this *********** regards,

  

  Business Response

  Date: 11/07/2024

  *****
  
  We apologize for not responding to your BBB complaint. Per our records it shows you did receive internal assistance from management team at Safeway. Upon further review, We have confirmed that your items were delivered on 10/26/2024.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeway Moving, *** was contracted for a military Personally Procured Move (PPM) of my family's household goods from **********, ** to ********, **, July 8-10, 2024. Every step of this move illustrated massive deviations from industry standards, fraudulent record-keeping and practices, and an adversarial approach to the customer. For 2 months, I have tried over and over to get some form of resolution, but have been ignored. I wrote an extensive report following the move and submitted it to their customer service department and their quality audit team. They told me they initiated a quality audit, and they claim that they did nothing wrong. Safeway Moving recorded the conversations between their representatives and myself. I would invite you to read my report and contact me to discuss.

  

  Business Response

  Date: 11/12/2024

  One important detail that appears to have been overlooked in your report is that, during your initial estimate with *******, you mentioned having received multiple quotes ranging from $8,200 to $9,600 and requested that we price match. On November 1st, we sent you an estimate for ***** cubic feet (****** lbs) totaling $10,151.00. Subsequently, we provided an updated estimate for ***** cubic feet (****** lbs) at a total of $10,675.26. You signed this final estimate on November 4, 2024.
  Before signing, you were advised to thoroughly review the quote for accuracy. You confirmed that you had done so and proceeded to sign, authorizing us to move forward. During the verification call prior to processing the deposit, you were again asked to confirm that you had reviewed your estimate and found all details to be correct. You affirmed this and gave your consent for us to proceed with your move.
  We apologize if your move did not unfold as expected. However, it is important to clarify that there was no fraudulent activity or bait-and-switch tactics involved. Safeway remained transparent throughout the entire process.
  

  
  

  Customer Answer

  Date: 11/12/2024

  They state that no fraudulent activity occurred, but they made no response to the fraudulent billing of packing services that were not performed, nor the fraudulent representation of inventory that they claimed that I packed. Both the Bill of Lading and the Inventory List are attached to this response. Specifically,we were charged for packing services and materials for all ***** cubic feet of our ***, but the inventory sheets show of the 532 items that did receive inventory tags, the driver listed 292 (or 55%) of them as Packed By Owner or PBO (See attached Inventory). As noted on the Packing and Materials Price List, we were charged $6,000 for packing and materials for the entire ***** cu. Ft. of the *** (see page 3 of the Bill of Lading). According to their own inventory, they only packed 240 items of mine, for a total of $6,000.  An additional $200 was charged for the moving and packing of the elliptical trainer. The "packing" involved the selection of a discarded shipping box from our trash loosely taped to the device. I think it is important that you are aware that Safeway has audio recordings of every phone conversation I had with their sales representative and customer service representatives. If they allowed you to hear those complete recordings, you would hear that on multiple occasions, I stated that my *** completely filled a 53' trailer and weighed over ****** lbs. Over and over, she asked me to verify that the cubic feet that she calculated was accurate, and those recordings will show that my response was always "if that is what fills an entire 53' trailer, then yes, but we have never used volume for shipments before". Safeway does not try to address any of the other failures noted in the 15-page report. There are many, MANY failures and clear violations of industry standards. Their response focuses on only one aspect of that report, and they do not reflect that one aspect accurately.

   

  
  

  

  Business Response

  Date: 11/19/2024

  Mr. ******

  We kindly ask that you review your estimate, as the packing charge was clearly explained at the time of agreement. The cost for packing is calculated at a rate of $1.50 per cubic foot, regardless of whether some items were packed by you or not. This rate, which you signed and agreed to, applies to the total cubic footage of your shipment.
  At Safeway, we take pride in being transparent and ensuring our clients understand the terms of service. We apologize if our service did not meet your expectations, and we are always open to addressing any concerns you may have.

  Customer Answer

  Date: 11/19/2024

  Dear Safeway Moving, it is sincerely disappointing that you receive a report with dozens of major discrepancies in service delivery, yet you attempt with each communication to focus on only one element and take a legal defense approach. You attempt to defend the charge of packing services while you fail to acknowledge the inventory list which is patently falsified (PBO) and grossly incomplete (nearly half of all of my possessions were not inventoried), nor do you acknowledge that the quality of the packing that was ***e was abysmal. You *** not acknowledge that you did not send enough packing materials, so your packers simply threw items into suitcases, athletic bags, and even trash bags. You do not acknowledge the failure in communications at every step once the deposit was received, or that had your team simply accepted that someone who moves as often as we do knows that you need a 53' trailer for everything. You do not acknowledge that you dispatched a truck half the size of what was needed and then your representative lied and said that they sent a small truck because a tractor trailer could not navigate the streets of the neighborhood. You do not get to treat a customer so incredibly poorly, and fail at every single level of service delivery, and then sign off with a platitude. Integrity is in your actions. You could never make this experience right, but you had multiple opportunities to make amends. You chose to claim that you did nothing wrong. Your integrity is evident. 
  
  
  

  

  Business Response

  Date: 11/26/2024

   We understand your concerns regarding the cost and details of your move. We would like to clarify some key points to ensure there is a mutual understanding.
  When you requested an estimate, we took into consideration the quotes you had received from competitors, ranging from $8,200 to $9,600. In response, we provided a competitive quote based on the information you provided. We also made sure to clearly communicate that it was important to review all details before submitting any deposit. As per our process, all required documents were reviewed and signed before the deposit was processed.
  One of the critical elements in our moving process is the ***************** (QA) review. This step allows us to ensure everything is in order before dispatching a truck. Your QA took place on July 7th with our representative, ***** ******. During this call, you informed our team that there were additional items to be moved. However, you chose not to revise the estimate at that time, stating that you preferred to wait until pickup to assess any potential cost adjustments.
  We want to emphasize that Safeway stands by its contract and the details outlined in your file. We have followed all procedures as agreed upon, and there was no wrongdoing in handling your move.
  If you have any further questions or concerns, please don't hesitate to reach out. We appreciate your understanding.

  Customer Answer

  Date: 11/26/2024

  Once again, you use partial truths and misrepresentations in an attempt to absolve Safeway Moving from culpability. Since you have the recordings of our original discussion of price with *******, I highly encourage you to share those recordings with BBB to ensure we are on the same page. You invoke my discussion of other bids, but you omitted that those bids were for a 53' trailer completely filled. No other company required me to convert HHG weight into cubic feet, but they all understood that a completely filled 53' trailer meant that the entire volume of that trailer would be used, and delivered their estimates accordingly. Again, I encourage you to share the recording that you have of the conversation. Since you have also have the recordings of the conversation between ***** and I, I encourage you to share that recording with BBB to ensure that we are on the same page on this as well. You state that I chose not to update the estimate, but the recordings will bear that it was ***** that said that the estimate did not need to be redone, and that a small correction like the one I brought to her attention could be managed by the crew when they arrive. Again, I encourage you to share that recording with the BBB. Since our last discussion, I have had the opportunity to share my report with Household Goods Move Program Managers at each of the military branch HQ's, and they were very interested in speaking with my whole family about our experience. They were also kind enough to introduce me to contacts at IAM and FIDI. I am looking forward to the opportunity to discuss my experience with them and get their impression of whether Safeway Moving, *** maintained industry standards in their service delivery and values customer service. 
  
  
  

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family moved from the east coast to ******** where we paid Safeway Moving for packing, loading, and shipping. Several items were damaged (totally get it, thats expected in a move), but the part that is in contention is that the movers caused damage to my home and two items were missing. I was never provided the Bill of Landing when the items were delivered, but all of the issues were noted on the copy kept by the truck driver. I submitted the claim form with all the requested details. They responded with a settlement amount that roughly came out to the coverage option I chose of 60 cents per pound, but they never addressed the damage to my house nor the missing items. I have continually requested an explanation on the offer and explicitly requested an itemized list of how they came up with the settlement offer, but they refuse to provide any details. There have been over 140 emails back and forth where 80% of their responses are bogus canned responses that are completely irrelevant to my email. I have called 5 times and each time they have said someone will call me back, but no one ever does.

  

  Business Response

  Date: 11/12/2024

  ********: Mr. ************** October 3rd you were presented with our final offer from our management team. We will honor the $478.00 Once approved by you.
  

  
  

  

  Business Response

  Date: 11/12/2024

  Dear ****,
  After reviewing your claim regarding the damages and missing pieces incurred during your move, I wanted to provide further clarification regarding your coverage. Upon reviewing your account, we noted that no additional insurance coverage was purchased. As such, our legal responsibility, per industry regulations, is to offer compensation at a rate of $1.20 per pound per article for any damaged or missing items.
  We understand the inconvenience this situation has caused, and we sincerely apologize for the damages you have experienced. After further review, we are willing to make a gesture of goodwill by doubling the original compensation amount from $239.00 to a final settlement of $478.00.
  If you are willing to accept this offer, I will have the claims department update the settlement form and send it to you for final approval and processing.
  Please note that this offer exceeds our legal obligation, and we are extending it as a demonstration of our commitment to customer satisfaction.
  Thank you for your understanding. We look forward to hearing from you and resolving this matter as soon as possible.
  

  
  

  Customer Answer

  Date: 11/13/2024

   I am rejecting this response because:

  Per your email on October 23rd, you are deciding whether we are going to have someone come out to repair the home damages or if we will be providing additional compensation.

  I have called 12 times and emailed 2 times since the 23rd with no response or update on the decision on the additional payment or sending someone to repair the damage. 

  

  Business Response

  Date: 11/19/2024

  Mr. *******,

  You included the damages to the wall on your claim. Our adjusted offer includes all damages.

  Please advise how you would like to proceed as we have provided you with our final offer.

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:
  
  As I have requested several dozen times, please provide a breakdown of the offer to prove that that damage to my home is included in the settlement amount. I dont believe that the damage is included as evidenced by your email on October 23rd stating, I am discussing with my upper management whether we are going to have someone come out to repair the home damages or if we will be providing additional compensation.

   There has been no change to the settlement offer since that email which proves that damage is not included in the offer. 

  

  Business Response

  Date: 11/26/2024

  ****,

  We recommend that you review the claim information that you submitted which includes misc. damages to items along with damages to walls and home.

  The offer Safeway has provided which is nearly double of what the claims was closed out for still stands. 

  Customer Answer

  Date: 11/26/2024

   I am rejecting this response because:
  
  I HAVE reviewed what I submitted. Several times. And my review shows that your offer does not address the missing/stolen items nor the damage done to my house. If you provide the itemized breakdown of how the claim offer appropriately addresses each item, then I will accept the settlement offer. Please provide the evidence which I have requested over a dozen times (not an exaggeration). 

• Initial Complaint

  Date:06/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Safeway Moving *** to move my household from ******* to ********. Everything through pickup went smoothly. The driver and I set 12 June as first available date for delivery; he indicated Safeway would deliver our goods on or shortly after that date. 12 June came and went with no contact from Safeway. I contacted our move coordinator to ask when we should expect delivery; she didnt know and claimed she could not find out. When asked follow up questions she became rude and combative. In this conversation and another with customer service, I learned that ********************** considers first available date only an assurance of someone being present at the delivery location. I was told that Safeway does not put a shipment in transit until the first available date, it therefore had nothing to do with when I could expect delivery I suggested that first available date was misleading. I was indignantly told the meaning of first available date was stated in many places, and to read the paperwork I had signed. I looked over all the accessible paperwork I had signed and found no mention of it. It was also explained to me that it was very difficult to move a household or our size (3 bedrooms, 2 living rooms, dining room, kitchen) the 2300 miles to ********, making it impossible to know exactly when our goods would arrive. I was told we would be informed 1-2 days before delivery and nobody would know the date before then. I have moved many times in my life and have never experienced or heard of anything like this. Days ago I asked our move coordinator (multiple times) and customer service to connect me with a supervisor. I have yet to hear from one. I received a call today from our move coordinator telling me that my household goods were in transit and I could expect delivery on 25 or 26 June. We will have been living in an empty house 2 weeks by then. If I had known any of this would happen I would have chosen a different moving company.

  

  Business Response

  Date: 11/12/2024

  We apologize for the delay in our response and appreciate your patience. We are committed to ensuring that all of our clients receive prompt communication, regardless of their delivery status.

  
  According to our records, your items were delivered on June 27, 2024. This delivery was completed within the expected time frame set during our verification call and outlined in the Bill of Lading (attached: signed on April 11, 2024, and May 30, 2024). The Bill of Lading states:

  
  "E. NOTICE OF AGREED PICK UP AND DELIVERY PERIODS:
  Guaranteed pickup and delivery dates are optional services available for purchase. Pickup and delivery dates are not guaranteed unless the optional ************************** (P.G.S.) is purchased. In compliance with 49 CFR Section 375.505(b)(6), the non-guaranteed **************** (S.S.) delivery 'period of time' is up to thirty (30) business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date above indicated as '1st available for delivery' marks the start of the delivery period and is not a promised delivery date. The per **** ***** rate is $30.00 (thirty dollars) per business weekday. Business days do not include holidays or weekends. Unless P.G.S. is purchased, the estimated delivery period is up to thirty business weekdays from the date marked as the first available for delivery."
  It is important to note that the first available date for delivery was marked as June 12, 2024. Your items were delivered within this established timeframe, confirming that no delays occurred in your shipment.
  Thank you for your understanding.
  

  
  

  

  Business Response

  Date: 11/12/2024

  Please see attached 

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:

  The portion of the document provided by Safeway indicates I agreed to their delivery terms.  I'm not sure which document it came from.  I no longer have access to documents from the move but won't dispute the authenticity.  Nonetheless, the reply provided by Safeway does not address the issue I had with their customer service which was never, not once, able to tell me where my household goods were during transit and when I could expect them to be delivered, irrespective of earliest available delivery date.  I did not learn answers to these questions until I had dug out the name and number of the driver who picked up our goods and called him as a last resort.  Fortunately, he was bringing our load to us when I called.  Nobody else had told me that was happening.  I do not understand why the customer service we had prior to our move became so very poor after our goods were loaded.  It would seem reasonable to me that a moving company would be responsive to its customers about where all their personal possessions are and when to expect them, even if it is only an estimate.  I maintain that "the first available date for delivery" is readily misleading.  Even though the company interprets that to mean the first time someone is present to receive the delivery, it is just as easily interpreted by a customer as the first possible date their goods will be delivered (even if defined in one of many documents signed by the customer).  That terminology needs to be changed to something much less ambiguous.  Perhaps if someone in Safeway's customer service had been able to respond to my requests and answer my questions, severe misunderstandings and considerable inconveniences could have been avoided or at least softened.  I think it's shoddy business to hide behind a clause in a contract instead of taking responsibility for ignoring a customer, utterly at their mercy, during something as stressful as a household move.
  
  

  
  

  

  Business Response

  Date: 11/19/2024

  Mr. ********

  At Safeway, we prioritize ensuring that all terms and clauses are clearly legible and easy to understand. Additionally, our verification department reviews each agreement thoroughly before processing any deposit, to ensure that our clients fully comprehend the terms they are agreeing to.
  We sincerely apologize if our customer service team did not provide the clarity and support you needed during a challenging time. Please know that your feedback is important to us, and we will be sharing it with our management team to improve training and enhance the quality of assistance we provide in the future.

  Customer Answer

  Date: 11/19/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.